Why does this alert appear?
The CANCELLATION_POLICY_DISCREPANCY alert means that the cancellation policy set up in Avantio's Channel PRO does not match the one you have in the Booking.com Extranet:
Channel PRO (Avantio): go to "Portal Activation" → "Settings" → "Cancellation Policies".
Booking.com Extranet: in the "Property" section → "Policies".
Also, remember that in Channel PRO you can set the cancellation policy at a general (company) level or individually for each accommodation. If you have set a custom policy for a specific accommodation, this could be the reason for the alert.
This error should only appear with a partial connection, since we do not sync cancellation policies with this type of connection.
If you are using the full connection, the cancellation policies should update on booking.com. If not, please contact us.
Step-by-step guide to resolve the alert
Log in to Channel PRO and go to "Portal Activation" → "Settings" → "Cancellation Policies".
Check the cancellation policy in Avantio and note the conditions.
Log in to the Booking.com Extranet and review the "Property" → "Policies" section.
Make sure both settings match exactly (text, deadlines, conditions).
If the issue continues, check if the accommodation has a custom policy different from the general configuration.
Save the changes in both systems and wait for the sync to complete.
Helpful tips
Always keep your policies aligned between Avantio and Booking.com before activating synchronization.
Keep an internal record of which policies you use on each channel to reduce the risk of inconsistencies.
Frequently asked questions
What happens if I don't resolve the alert?
The connection may be blocked and guests could see conflicting information, which may lead to complaints.
How long does it take for the alert to disappear after making changes?
Usually, synchronization is completed within a few minutes, but in some cases it can take up to 24 hours. If the error persists, contact our team.
Can I have different policies for different accommodations?
Yes, but make sure each one matches the policy set on Booking.com for that specific accommodation.
What if I want to change the policy on Booking.com?
First make the change in the Extranet, then update Channel PRO with the same settings.